FUJ00002028
FUJ00002028
FUJITSU Central Network Service: Service Ref: SVM/SDM/SD/0012
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
Document Title:
Document Type:
Release:
Abstract:
Document Status:
Originator & Dept:
Internal Distribution:
External Distribution:
Approval Authorities:
Central Network Service: Service Description
Service Description — Contract Controlled Document
HNG-X, HNG-X Application Roll Out Transitional Period and
Pre-HNG-X Application Roll Out
Service Description of the Central Network Service provided
under contract to Post Office
APPROVED
Richard Brunskill: Fujitsu Services
(For Originator to distribute following approval)
(For Document Management to distribute following approval)
(See PA/PRO/O10 for Approval roles)
Name Role Signature Date
Dave Hulbert Post Office: Head of Systems
Operations
Richard Brunskill Fujitsu Services Senior
Services Delivery Manager
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 1 of 20
CONTRACT CONTROLLED
oO
FUJITSU
FUJITSU SERVICES
Central Network Service: Service
Description
Commercial in Confidence
FUJ00002028
FUJ00002028
Ref: SVM/SDM/SD/0012
Version: 1.0
Date: 31/08/06
0.0 Document Control
0.1 Document History
Version No. Date Reason for Issue Associated
CP/PEAK/PPRR
Reference
1.0 31/08/06 Agreed
0.2 Review Details
Review Comments by [Date]
Review Comments to : Originator & Document Management
Mandatory Review
Post Office: Operations Support Bernadette O'Donnell
Post Office: Commercial Mike Hannon
Fujitsu Services: Commercial Pam Purewal
Fujitsu Services: SI James Stinchcombe
Fujitsu Services: CS Mike Stewart
Fujitsu Services: CS Alex Kemp
Optional Review
Issued for Information — Please restrict this
distribution list to a minimum
Post Office: Head of Systems Operations Dave Hulbert
Fujitsu Services: Head of Service Delivery Carl Marx
Fujitsu Services: CS Pete Thompson
( * ) = Reviewers that returned comments
0.3. Associated Documents
Reference Version I Date Title Source
SVM/SDM/SD/0011 Branch Network Service: Service PVCS
Description
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 2 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
roo) Central Network Service: Service SVM/SDM/SD/0012
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
SVM/SDM/SD/0003 Data Centre Operations Service: Service PVCS
Description
SVM/SDM/TP/0001 HNG-X Operational Test Plan — Joint PVCS
Working Document
SVM/SDM/PRO/001 Major Incident Process PVCS
CS/PRD/074 POA Incident Management Process. PVCS
SVM/SDM/SD/0007 Service Management Service: Service PVCS
Description
CS/PRD/122 POA Customer Service Major Incident PVCS
Escalation Process
CS/PLA/079 Horizon Services Business Continuity Plan I PVCS
SVM/SDM/PLA/001 HNG-X Support Service Business PVCS
Continuity Plan — Joint Working Document
Unless a specific version is referred to above, reference should be made to the current
approved versions of the documents.
N.B. Printed versions of this document are not under change control.
0.4 Abbreviations/Definitions
Abbreviation Definition
BAS Broadband Access Server
COTS Commercial Off the Shelf
DNS Domain Name System
IP Internet Protocol
NNM Network Node Manager
PI Processor Interface
SRDF Symetrix Remote Data Facility
0.5 Changes in this Version
Version
Changes
©Copyright Fujitsu Services Ltd 2006
CONTRACT CONTROLLED
(Commercial In Confidence)
Page: 3 of 20
FUJ00002028
FUJ00002028
rood Central Network Service: Service SVM/SDM/SD/0012
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
0.6 Changes Expected
Changes
Expected changes should the HNG-X design or solution require amendment to the service provided by
Fujitsu Services.
Post contract signature following agreement to any Draft Notes (DN) included within the document.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 4 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
O Central Network Service: Service Ref: SVM/SDM/SD/0012
FUJITSU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
0.7 Table of Contents
1.0 SERVICE SUMMARY...
2.0 HNG-X.
1 SERVICE DEFINITION.
2.1.1 Incident Managemen:
2.1.2. Major Business Continuity Incidents
2.1.3 Operational Change Proposals (OCPs)..
2.1.4
2.1.5
a)
Configuration Management.
Service Management
SERVICE AVAILABILITY...
SERVICE LEVELS AND REMEDIE:!
General Principles.
Service Level Relie!
Rectification Plan...
Service Levels for which Liquidated Damages Apply
Service Levels for which Liquidated Damages Do Not Apply.
Operational Level Target
Performance Metrics.
Design Target:
SERVICE LIMITS AND VOLUMETRI
ASSETS AND LICENCES
1 Assets...
.2 Licences.
CHARGES
2.6.1 Operational Fixed Charge.
2.6.2 Operational Variable Charg:
2.6.3. Additional Operational Variable Charge...
2.7 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVIC
2.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES.
2.9 BUSINESS CONTINUITY...
2.10 DOCUMENTATION SET SUPPORTING THE SERVICE
3.0 I HNG-X APPLICATION ROLL OUT - TRANSITIONAL PERIOD..
3.1 SERVICE DEFINITION
3.2. SERVICE AVAILABILITY...
3.3. SERVICE LEVELS AND REMEDIE
Nw
PeMEnVVNNNNB,
NN
N
a
3.4 SER RVICE LIMITS AND VOLUMETRICS.
3.5 S
3.6 oo
3.7 I DEPENDENCIES AND INTERFACE! wim OTHER OPERATIONAL SERVIC!
3.8 POST OFFICE DEPENDENCIES AND RESPONSIBILITIES.
3.9 BUSINESS CONTINUITY...
3.10 DOCUMENTATION SET SUPPORTING THE SERVICE..
4.0 PRE HNG-X APPLICATION ROLL OUT............
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 5 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
O Central Network Service: Service Ref: SVM/SDM/SD/0012
FUJITSU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.1 SERVICE DEFINITION,
4.2 SERVICE AVAILABILITY...
4.3. SERVICE LEVELS AND REME
4.4 SERVICE LIMITS AND VOLUMETRIC
4.5 ASSETS AND LICENCES
4.6 CHARGES..
4.7 DEPENDENCIES AND INTERFACES WITH OTHER OPERATIONAL SERVIC
4.8 Post OFFICE DEPENDENCIES AND RESPONSIBILITIL
4.9 BUSINESS CONTINUITY...
NTATION SET SUPPORTING THE
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 6 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
SVM/SDM/SD/0012
1.0
31/08/06
Central Network Service: Service
Fe}
FUJ ITSU Description
FUJITSU SERVICES
Commercial in Confidence
1.0 Service Summary
1.1 Fujitsu Services shall perform the day to day operational control and management of
the following Central Telecom Infrastructure components using appropriately trained
staff:
(a) the Local Area Networks (LAN) within the Data Centres;
(b) the Wide Area Network (WAN) for connected Post Office Clients
(Automated Payment Service (APS), Driver and Vehicle Licensing
Authority (DVLA), Streamline, etc);
(c) LAN within the Fujitsu Services test environments;
(d) internal firewalls; and
(e) intercampus SRDF cards, switches and network.
1.2 Fujitsu Services shall control and manage the Fujitsu Services support networks:
(a) WAN for connected Fujitsu Services support sites; and
(b) LAN within Fujitsu Services support sites.
1.3 Fujitsu Services shall perform the day to day operational control and management of
the following Fujitsu Services support contracts which form part of the Central
Telecom Infrastructure:
(a) Hardware maintenance contract for switches and routers within the Fujitsu
Services data centres;
(b) HP Openview 7 NNM; and
(c) intercampus SRDF cards and switches.
1.4 Fujitsu Services shall also provide updated technical data to assist in the
configuration of the following Fujitsu Services infrastructure:
(a) RADIUS authentication servers; and
(b) external network firewalls.
1.5 The Central Network Service is based on remote unattended support, i.e. monitoring
that seeks to minimise interruptions to the normal business operation of the Branches
and Fujitsu Services support environments.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 7 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
rood Central Network Service: Service SVM/SDM/SD/0012
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
1.6
1.7
1.8
2.0
2.1
2.1.1
2.4.4.4
2.1.1.2
2.1.1.3
2.1.1.4
2.1.2
2.1.2.1
The Central Network Service includes the Broadband Access Server (BAS) routers
and the access network.
Fujitsu Services will manage access to the Data Centre resident secure access servers
from Fujitsu Services locations during Working Hours, or from support staff home
locations outside of Working Hours using secure workstation or laptop builds with
encrypted communications.
Fujitsu Services will manage a two (2) factor authorisation at the secure access
servers with onward access from the secure access servers to the Data Centre
platforms and Counter Positions using third party Commercial Off the Shelf (COTS)
product management interfaces and audited client access to all Windows and Unix
platforms direct via IP or proxies.
HNG-X
Service Definition
Incident Management
The Central Network Service will work with the other Operational Services to ensure
that appropriate monitoring toolsets and processes are in place to identify Incidents
within the Central Telecom Infrastructure that have the potential to adversely impact
the HNG-X Services with the exception of the Service Integration Service.
Having identified an Incident, the Central Network Service will ensure that that a
new call is raised via the Service Desk that contains clear and concise information to
enable the Incident to be assigned according to its severity and priority and resolved.
The Central Network Service will assist the Service Desk Service, the Branch
Network Service, the Data Centre Operations Service, the Engineering Service and
the Systems Management Service and Fujitsu Services Telecommunications Suppliers
to resolve any Central Telecom Infrastructure related Incidents in accordance with
the Working Document entitled: “POA Incident Management Process”
(CS/PRD/074).
The Central Network Service shall inform Post Office of any Central Telecom
Infrastructure Incidents adversely affecting the HNG-X Services with the exception
of the Service Integration Service.
Major Business Continuity Incidents
In the event of a Major Business Continuity Incident (MBCI), as defined in the joint
Working Document entitled "Horizon Services Business Continuity Plan"
(CS/PLA/079), within the Central Telecom Infrastructure, the Central Network
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 8 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
O Central Network Service: Service Ref: SVM/SDM/SD/0012
FUJITSU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
Service shall ensure that the Incident is logged and escalated as described in the
Working Document entitled: “Major Incident Process”, (SVM/SDM/PRO/001).
2.1.2.2. As part of an on-going service assurance activity, the Central Network Service will
participate in major Incident Walkthroughs to take place at regular intervals.
2.1.3 Operational Change Proposals (OCPs)
The Central Network Service will create and/or impact Operational Change Proposals (OCPs)
for operational changes in accordance with section 2.1.6 of the CCD entitled: “Service
Management Service, Service Description” (SVM/SDM/SD/0007).
2.1.4 Configuration Management
2.1.4.1 Fujitsu Services shall maintain an inventory of all Central Telecom Infrastructure
configuration items (e.g. routers and network circuits) and understand the
relationships between them.
2.1.4.2. The inventory includes any additions and amendments to, and removals from:
(a) Fujitsu Services' supported network platforms;
(b) changes in accordance with the Change Control Procedure to the
configuration of the existing Software / Hardware configurations across the
Central Network Service;
(c) management of all IP addressing;
(d) DNS management; and
(e) firewall rule base.
2.1.5 Service Management
2.1.5.1 Continuous Service Improvement
The Central Network Service shall work closely with the Service Management Service and
Post Office to identify and, where agreed, implement service or cost improvement initiatives as
referred to in section 1.4 of the CCD entitled: “Service Management Service, Service
Description” (SVM/SDM/SD/0007).
2.1.5.2 Service Reporting
The Central Network Service shall, as required, provide service reporting for distribution to
Post Office as required under the Service Management Service described in the CCD entitled:
“Service Management Service, Service Description” (SVM/SDM/SD/0007).
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 9 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
rood Central Network Service: Service SVM/SDM/SD/0012
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
2.1.5.3 Supplier Management
The Central Network Service shall manage all Fujitsu Services’ third party suppliers utilised in
the support of the Central Network Service. These activities include:
(a) defining the services that the supplier delivers;
(b) negotiating with the supplier;
(c) _ establishing a Contract with the supplier;
(d) monitoring the performance of the supplier;
(ec) performing regular supplier reviews including service initiatives;
(f) managing problems relating to the supplier; and
(g) managing changes relating to the supplier.
2.1.5.4. Capacity Management
2.1.5.4.1.The Central Network Service shall continuously monitor the performance of the
Central Telecom Infrastructure with regard to the actual traffic across Central
Telecom Infrastructure. This will enable Fujitsu Services to manage the Central
Network Service and utilise capacity to its optimum to ensure the performance levels
of the Central Telecom Infrastructure are maintained to minimise the impact and
occurrence of Incidents.
2.1.5.4.2.The Central Network Service shall liaise with the Service Management Service
regarding the actual performance of the Central Telecom Infrastructure within
current traffic volumes.
2.1.5.4.3. The Central Network Service will review with the Capacity Management Service, the
forecasted traffic volumes to assess the future capacity requirements of the Central
Network Service.
2.2 Service Availability
2.2.1 The Central Network Service is a service internal to Fujitsu Services and is available
24 hours per day, every day of the year.
2.2.2 The Central Telecom Infrastructure will be available to enable a Branch to complete
a Transaction at any time other than during scheduled maintenance periods notified
by Fujitsu Services to Post Office in accordance with the OCP process as described in
section 2.1.3 of this Central Network Service, Service Description.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 10 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
FUJITSU Central Network Service: Service Ref: SVM/SDM/SD/0012
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
2.3. Service Levels and Remedies
2.3.1 General Principles
2.3.1.1 Service Level Targets (SLTs) detailed in sections 2.3.4 and 2.3.5 of this Central
Network Service, Service Description, which do not specify a measurement period
are:
(a) reported monthly via the Service Review Book (SRB); and
(b) measured over a Service Level Measurement Period equating to a Post
Office financial quarter; i.e.
« January to March;
« April to June;
¢ July to September ; or
* October to December.
2.3.1.2 All levels of the Central Network Service shall be monitored on a weekly and
monthly basis and any failure to meet an SLT assessed over that month shall be
reported to Post Office by means of the SRB.
2.3.1.3. The values applicable to each of the Central Network Service SLTs are identified
within section 2.3.5 of this Central Network Service, Service Description.
2.3.2 Service Level Relief
This section does not apply to the Central Network Service.
2.3.3. Rectification Plan
See paragraph 7.1 of Schedule C1 of the Agreement.
2.3.4 Service Levels for which Liquidated Damages Apply
There are no Central Network Service SLTs for which liquidated damages apply.
2.3.5 Service Levels for which Liquidated Damages Do Not Apply
2.3.5.1 Banking Authorisation Agent Availability for each Availability Period
Fujitsu Services shall record the number of times and the duration that the connection between
each Banking Authorisation Agent and each Processor Interface (PI) is unavailable and causes
disruption to Post Office. For the purposes of this section 2.3.5.1 “unavailable” means a break
of connection (at the application or network level) or loss of service excluding all
unavailability due to:
(a) any of the system management activities including the introduction of Software
distribution, continuity testing and Reference Data updates and other such activities or
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 11 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
rood Central Network Service: Service SVM/SDM/SD/0012
FUJITSU Description 1.0
FUJITSU SERVICES Commercial in Confidence 31/08/06
any other planned outages as the Parties may agree from time to time. Such periods
shall be scheduled by agreement with Post Office in accordance with ITIL compliant
service management practices agreed by the Parties. Post Office shall not unreasonably
withhold or delay agreement to the period of scheduled unavailability or the process for
scheduling such maintenance periods; or
(b) a failure of a PI (in respect of the particular connection which is unavailable) or any
connection for which Fujitsu Services is not responsible (including, without limit, those
connections relating to CAPO and LINK for which Post Office are responsible pursuant
to Schedule B3.3).
Table 1
Description SLT
Number of PI outages for more than 2 minutes for same Bank <=l
Number of PI outages for more than 2 minutes for different Banks <=2
2.3.5.2 Alliance & Leicester Network Availability for each SLT Calendar Year
Table 2
Description SLT
A&L Network Availability >=99,95%
2.3.6 Operational Level Targets
There are no operational level targets (OLTs) associated with the Central Network Service.
2.3.7 Performance Metrics
2.3.7.1. Banking Authorisation Agent Availability for each Availability Period
If Fujitsu Services persistently fails to achieve the performance metrics described in Table 3
below as a result of a lack of capacity or performance of the HNG-X Central Infrastructure,
then increases in capacity or performance required to address the deficiency shall be dealt with
by the Capacity Management Service.
Table 3
Description PM
Number of PI outages for more than 1 minutes for same Bank <=l
Number of PI outages for more than 1 minutes for different Banks <2
2.3.8 Design Targets
There are no design targets associated with the Central Network Service.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 12 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
FUJITSU Central Network Service: Service Ref: SVM/SDM/SD/0012
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
2.4 Service Limits and Volumetrics
There are no service limits or volumetrics associated with the Central Network Service.
2.5 Assets and Licences
2.5.1 Assets
Assets relevant to the Central Network Service are set out within the Asset Register.
2.5.2 Licences
The Central Network Service will ensure that all third party software licences from time to
time required by Fujitsu Services to provide the Central Network Service are maintained to
ensure they are current and valid for the version of third party software being used at the time.
Where a licence or its associated support and maintenance is due to expire, and Fujitsu
Services determine that renewal is required, the Central Network Service will ensure that the
appropriate renewal process, as defined by the appropriate software vendor or licensor, is
completed and a new licence is concluded prior to the expiry date to ensure continuity of the
service.
2.6 Charges
2.6.1 Operational Fixed Charge
See Schedule D1 of the Agreement.
2.6.2 Operational Variable Charge
There are no operational variable charges associated to the Central Network Service.
2.6.3 Additional Operational Variable Charge
There are no additional operational variable charges associated to the Central Network
Service.
2.7 Dependencies and Interfaces with Other Operational
Services
2.7.1. Any changes agreed between Post Office and Fujitsu Services to the scope or
availability of the Central Network Service and/or any of the other Operational
Services will be agreed in accordance with the Change Control Procedure. This
section describes the interfaces with other Operational Services as at the Amendment
Date as follows:
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 13 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
O Central Network Service: Service Ref: SVM/SDM/SD/0012
FUJITSU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
2.7.1.1 The Service Desk Service
Any changes to the scope of the Central Network Service may result in Incidents being raised
to the Service Desk via the Systems Management Service.
2.7.1.2. The CMT Service
Any change to the scope of the CMT Service will result in Central Network Incidents being
handled by the Service Desk.
2.7.1.3. The Branch Network Service
The Central Network Service works closely with the Branch Network Service in supporting
the HNG-X Telecommunications Infrastructure. If the scope of the Central Network Service
is changed, the Branch Network Service may need to manage the Central Network Service's
responsibilities in relation this.
2.7.1.4 The Systems Management Service
If the scope of the Systems Management Service is changed, the Data Centre Operations
Service may take over the System Management Service's role in supporting the Central
Network Service.
2.7.1.5 The Third Line Support Service
If the scope of the Third Line Support Service is changed, the Applications Support Service
(Fourth Line) may take over the Third Line Support Service's role in supporting the Central
Network Service.
2.7.1.6 The Engineering Service
If the scope of the Engineering Service is changed, any alternative Service Provider would be
required to take over the Engineering Service's role in supporting the Central Network
Service.
2.7.1.7 The Data Centre Operations Service
If the scope of the Data Centre Operations Service is changed, the Systems Management
Service may take over the Data Centre Operations Service's role in supporting the Central
Network Service.
2.7.1.8 The Service Management Service
If the scope of the Central Network Service is changed, the Service Management Service may
have to take over the role of managing the Central Network Service communicating directly
with Post Office the status and nature of faults within the Central Network and may have to
take over the role of managing the Central Network Service suppliers.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 14 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
O Central Network Service: Service Ref: SVM/SDM/SD/0012
FUJITSU Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
2.7.1.9 The Operational Business Change (Branch Change) Service
The Central Network Service will support any OBC Branch changes delivered by the OBC
(Branch Change) Service. If the scope of the Central Network Service changed, the Service
Management Service would have to take over this role.
2.7.1.10 The Reference Data Management Service
The Reference Data Management Service will support the Central Network Service. If the
scope of the Reference Data Management Service is changed, the Data Centre Operations
Service would have to take over this role.
2.7.1.11 The Management Information Service
The Management Information Service may request data to support MIS Reports delivered
internally within Fujitsu Services or to Post Office. If the scope of the Central Network
Service changed, the Service Management Service may have to take over this role.
2.7.1.12 The Security Management Service
The Central Network Service will support the Security Management Service in ensuring the
appropriate levels of security are met in respect of systems access. If the scope of the Central
Network Service changed, the Third Line Support Service or the Systems Management
Service might have to take over this role.
2.8 Post Office Dependencies and Responsibilities
In addition to Post Office responsibilities set out in Schedule AS of the Agreement, Post
Office shall act reasonably in agreeing outages under section 2.3.5.1 (a) of this Central
Network Service, Service Description.
2.9 Business Continuity
This section defines the measures taken to minimise the risk of not being able to provide the
Central Network Service and sets out what Fujitsu Services is required to provide in terms of
Business Continuity specific to the provision of this Central Network Service. Details of the
Central Network Service Business Continuity Plan are set out in the Working Document
entitled: “HNG-X Support Service Business Continuity Plan — Joint Working Document”
(SVM/SDM/PLA/001), and in addition Fujitsu Services shall:
2.9.1 provide failover in respect of the Central Network Service to enable all Branches to
continue to have the ability to settle Transactions and perform critical on-line services
(namely Banking and Payment Management (Debit Card)) within two (2) hours of
failure of a live Data Centre; and
2.9.2 carry out a minimum of one (1) walkthrough and one (1) operational test per
calendar year for the Central Network Service, subject to agreeing the actual dates
for such tests with Post Office (such agreement not to be unreasonably withheld).
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 15 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
FUJITSU Central Network Service: Service Ref: SVM/SDM/SD/0012
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
Such tests shall be carried out in accordance with the Working Document entitled:
“HNG-X Operational Test Plan — Joint Working Document” (SVM/SDM/TP/0001.)
2.10 Documentation Set Supporting the Service
The document set listed in section 0.3 of this Central Network Service, Service Description
supports the delivery of the Central Network Service. Should any elements of the Central
Network Service be changed following agreement with Post Office, Fujitsu Services will
ensure these documents are also reviewed and amended where necessary in line with changes
agreed.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 16 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
FUJITSU Central Network Service: Service Ref: SVM/SDM/SD/0012
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
3.0 HNG-X Application Roll Out — Transitional Period
3.1. Service Definition
See section 2.1 of this Central Network Service, Service Description.
3.2. Service Availability
See section 2.2 of this Central Network Service, Service Description.
3.3. Service Levels and Remedies
See section 2.3 of this Central Network Service, Service Description, save for section 2.3.5.1,
which shall be replaced by section 3.3.1.1 below:
3.3.1.1 Banking Authorisation Agent Availability for each Availability Period
Fujitsu Services shall record the number of times and the duration that the connection
between each Banking Authorisation Agent and each Processor Interface (PI) is
unavailable and causes disruption to Post Office. For the purposes of this section 3.3.1.1
“unavailable” means a break of connection (at the application or network level) or loss of
service excluding all unavailability due to:
(a) any of the system management activities including the introduction of Software
distribution, continuity testing and Reference Data updates and other such
activities or any other planned outages as the Parties may agree from time to
time. Such periods shall be scheduled by agreement with Post Office in
accordance with ITIL compliant service management practices agreed by the
Parties. Post Office shall not unreasonably withhold or delay agreement to the
period of scheduled unavailability or the process for scheduling such
maintenance periods; or
(b) a failure of a PI (in respect of the particular connection which is unavailable) or
any connection for which Fujitsu Services is not responsible (including, without
limit, those connections relating to CAPO and LINK for which Post Office are
responsible pursuant to Schedule B3.3 or Schedule B4.3, as applicable).
3.4 Service Limits and Volumetrics
See section 2.4 of this Central Network Service, Service Description.
3.5 Assets and Licences
See section 2.5 of this Central Network Service, Service Description.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 17 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
FUSITSU Central Network Service: Service Ref: SVM/SDM/SD/0012
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
3.6 Charges
See section 2.6 of this Central Network Service, Service Description.
3.7 Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Central Network Service, Service Description.
3.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Central Network Service, Service Description.
3.9 Business Continuity
See section 2.9 of this Central Network Service, Service Description.
3.10 Documentation Set Supporting the Service
See section 2.10 of this Central Network Service, Service Description.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 18 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
FUJITSU Central Network Service: Service Ref: SVM/SDM/SD/0012
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.0 Pre HNG-X Application Roll Out
4.1 Service Definition
See section 2.1 of this Central Network Service, Service Description.
4.2 Service Availability
See section 2.2 of this Central Network Service, Service Description.
4.3 Service Levels and Remedies
See section 2.3 of this Central Network Service, Service Description, save for section 2.3.5.1,
which shall be replaced by section 4.3.1.1 below:
4.3.1.1 Banking Authorisation Agent Availability for each Availability Period
Fujitsu Services shall record the number of times and the duration that the connection
between each Banking Authorisation Agent and each Processor Interface (PI) is
unavailable and causes disruption to Post Office. For the purposes of this section 4.3.1.1
“unavailable” means a break of connection (at the application or network level) or loss of
service excluding all unavailability due to:
(a) any of the system management activities including the introduction of Software
distribution, continuity testing and Reference Data updates and other such activities or
any other planned outages as the Parties may agree from time to time. Such periods
shall be scheduled by agreement with Post Office in accordance with ITIL compliant
service management practices agreed by the Parties. Post Office shall not
unreasonably withhold or delay agreement to the period of scheduled unavailability or
the process for scheduling such maintenance periods; or
(b) a failure of a PI (in respect of the particular connection which is unavailable) or any
connection for which Fujitsu Services is not responsible (including, without limit,
those connections relating to CAPO and LINK for which Post Office are responsible
pursuant to Schedule B4.3).
4.4 Service Limits and Volumetrics
See section 2.4 of this Central Network Service, Service Description.
4.5 Assets and Licences
See section 2.5 of this Central Network Service, Service Description.
4.6 Charges
See section 2.6 of this Central Network Service, Service Description.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 19 of 20
CONTRACT CONTROLLED
FUJ00002028
FUJ00002028
FUSITSU Central Network Service: Service Ref: SVM/SDM/SD/0012
J Description Version: 1.0
FUJITSU SERVICES Commercial in Confidence Date: 31/08/06
4.7 Dependencies and Interfaces with Other Operational
Services
See section 2.7 of this Central Network Service, Service Description.
4.8 Post Office Dependencies and Responsibilities
See section 2.8 of this Central Network Service, Service Description.
4.9 Business Continuity
See section 2.9 of this Central Network Service, Service Description.
4.10 Documentation Set Supporting the Service
See section 2.10 of this Central Network Service, Service Description.
©Copyright Fujitsu Services Ltd 2006 (Commercial In Confidence) Page: 20 of 20
CONTRACT CONTROLLED